What we did

A series of key retail principles supplemented by a set of customer personas whose specific needs would have to be addressed in order to deliver valuable signature experiences.

A strategic framework outlining a vision and key guiding principles.

A service concept book of ideas evaluated with customers and NSC front line staff in the key luxury markets of Russia, Italy and China.

Impact

The concepts researched well with both the NSC’s and customers, whilst not fully implemented they demonstrated the direction that should be pursued to differentiate and meet customer needs of the future.

Some of the ideas and proposed roles have been incorporated into more recent work defining the aftersales and accessories experience for 2020.